Accessing in-custody clients

Services by institution

Overview

Legal representatives may access their clients through three methods:

1. in-person visits
2. Access Defence via audio
3. Remote Defence Access via video

While remote alternatives such as audio or video conferencing are available at most correctional facilities to accommodate varying circumstances, the preferred approach is through in-person visits.

In-person visits

Legal representatives may meet with in-custody clients at the correctional facility in person. Confidential discussions are facilitated in a designated private visiting area. All visitors must present government-issued photo identification and adhere to the protocols at each correctional facility.

See details on in-person visits and learn more about scheduling, locations, and what to expect during your visit.

Access Defence (audio)

Access Defence is an audio service that enables secure, confidential and remote appointments for counsel and in-custody clients. It provides flexibility, secure, and preset meeting times.

Booking instructions

To register for Access Defence, email access_defence@bell.ca.

The following information must be provided:

• lawyer’s name
• Bell client file number (this number is provided on registration)
• email address
• name of your client
• name of the institution where your client is being held
• date and time of proposed teleconference

Remote Defence Access (video)

Remote Defence Access (RDA) enables video communication via the Justice Video Network (JVN). Legal representatives must register and accept terms and conditions before use. RDA offers secure video conferencing and screen sharing. To register, complete the RDA Application Form. Legal representatives must self-attest to being in good standing with the Law Society of Ontario or the Law Society of another jurisdiction and provide their Law Society identification card and/or valid government-issued photo identification.

RDA visits are limited to two devices: one at the facility and one used by the legal representative. Additional participants may join from the legal representative’s device, but the representative must attend. Notify the facility of any additional attendees when booking.

Booking instructions

To schedule a visit, legal representatives must complete the RDA Scheduling Form.

Appointments should be booked at least three business days in advance. Cancellations should be reported promptly to allow other legal representatives to access RDA services.

See the RDA Access Guide for guidance on connecting to RDA, supported browsers, and testing internet speed.

See the RDA Troubleshooting Tips for troubleshooting, login issues, and resolving audio/video problems.

Which correctional facilities offer these services

The following list identifies what service(s) are available and when at participating facilities.

General inquiries

If you have questions regarding the RDA service, email rda-registration@ontario.ca.

Remote Defence Access Guide

Before your RDA meeting

Before joining the RDA meeting, make sure your device is ready:

• Use a computer if you need to share your screen or show documents. Screen sharing does not work on phones or tablets.
• Make sure your camera is working and connected.
• Make sure your microphone or headset is working so others can hear you.
• Check your internet speed: speedtest.net.
  • A wired internet connection is recommended.
  • If using Wi-Fi, ensure you are connected to a strong, stable network.

Supported devices

• Computers (Windows and MacOS):
  • must have a webcam
  • external headset with microphone is recommended
• Mobile devices
  • supported with limited features (screen sharing is not available)

Network requirements

• Minimum: 1 Mbps upload and download.
• Recommended: 1.5 Mbps upload and download.

Supported web browsers

You can join the RDA meeting using the following browsers:

• Google Chrome (version 138 or newer)
• Microsoft Edge (version 138 or newer)
• Mozilla Firefox (version 140 or newer)
• Apple Safari (version 140 or newer)

Important:

• For the best experience, using Google Chrome or Microsoft Edge is recommended.
• When using Firefox or Safari, the functionality for sharing system or device audio (such as computer or application sound) is not supported. You can still share audio through your microphone.

Joining the RDA meeting

• Click the meeting link in the email you received when your appointment was confirmed (or copy and paste the link into your browser).

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• Review the Terms and Conditions, then click I Agree and Next.
• Enter your name, then click Next.
• Check your camera and microphone, then click Join Now.
• You will enter the meeting. The call will begin once your in-custody client joins.

During the call

• To share documents or evidence:
  • open the document you want to share

  • click Share Screen icon from the Participants Menu on the left

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  • select Window
  • click the application window you want to share
  • if sharing a video with sound, turn on Also share system audio
  • click Share
• To see your client while sharing your screen:
  • return to the meeting window
  • hover over the shared content panel

  • select Picture-in-Picture 

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  • when you return to your shared screen, your client’s video will appear in a small overlay window

Note: Screen sharing is not available on mobile devices.

Mobile device tips

• Rotate your device to landscape mode for best results.
• If the Join button is greyed out, change the selected camera or microphone.
• Screen and document sharing are not available on mobile devices.
• Do not use back (return) buttons on mobile device – it will disconnect the call.

Remote Defence Access Troubleshooting tips

Before you join

You can test your video connection before your meeting using the pre-join link.

When accessing your meeting, enter the link directly into your browser’s address bar (not the search field), as entering it incorrectly may display search results instead of the login page.

Help with system and error messages

“Cannot connect” or “Choose another meeting”: Make sure you copied the full meeting link correctly. If the issue continues, contact the facility.

“Waiting for the host…”: The facility has not joined the meeting yet – please allow a few minutes for them to connect.

“The meeting has reached the maximum number of participants”: You may be joining too early, or a previous session may still be running. Close your browser and try again in a few minutes.

“The system you are trying to reach is temporarily unavailable. Please try again shortly” This may be caused by network restrictions. If you are using a VPN, disconnect from VPN and then try again.

Fixing connection issues

The system asks for a password: Use the direct meeting link provided by the facility. Do not enter a password unless instructed.

You see a blank or white screen: Open the link in a supported browser, such as Google Chrome.

You see a “spinning wheel” instead of the meeting video after connecting: This may be caused by firewall restrictions. You can: contact your IT support to open required ports or try connecting using a different network. For firewall requirements, email jvninfo@ontario.ca.

Fixing audio and video issues

Poor video quality, or disconnections: This is usually caused by a weak or unstable internet connection. To improve performance:

• use a wired internet connection
• lower the meeting quality setting
• make sure your internet speed is at least 1 Mbps (upload and download)

Not able to select camera, microphone or speakers: When you join the meeting:

• allow your browser to access your camera and microphone
• make sure your devices are connected
• close other apps that may be using your camera or microphone
• check that your camera and microphone are turned on

You cannot hear others, or they cannot hear you: Check that the correct microphone and speaker are selected; if you connect a headset after joining, make sure it is recognized.

Audio and video are out of synch: This may happen on lower-performance devices or when using background effect. You can:

• close unused applications
• turn off the background effects
• restart your browser
• clear your browser cache

Get help

For device issues, contact your information technology support team.

For JVN Virtual Connect issues, email jvninfo@ontario.ca.